XB - UK and European Customer Relations Adviser

Placement:XB - UK and European Customer Relations Adviser
Placement Location:Derbyshire
Application Deadline:24th December 2017

Vacancy Description

Start Date: January 2018

Duration: 6 months or longer

The Host Company

The host company is a leading international ecommerce company and a real British success story. 13 years after the company was launched, today it operates 11 of its own global online retail brands and sells across 28 marketplaces and sales channels around the world with B2B relationships with some of the most successful indie and big-name retailers in the UK, Europe and beyond.
In addition to online sales, the host company supplies and manages a range of video games titles for a major UK retailer.

The Placement

The role of the customer relations advisor is to support the customer relations manager by ensuring all aspects of the customer's experience is to a high standard, it is about providing the best possible support to our customers and monitor fraud/loss prevention.
It is also about:

Satisfied customers at every point of contact including foreign speakers.
Monitoring Transactions to prevent Fraud Loss
Working with other departments to ensure our sales platforms are to a high standard.
Stock management and Testing for returned orders

Sales

  • Is aware of the company's sales performance
  • Is aware of how own area relates to other areas of the business, major suppliers, customers and key contacts
Customer and Service
  • Delivers a high standard of customer service - exceeds customers' expectations
  • Encourages customer feedback to promote brand 
  • Implements practical solutions to ensure customer service objectives are achieved
  • Follows all company service initiatives, encourages team to "go the extra mile"
  • Encourages others to participate and suggest ideas for improvements 
  • Promotes value and quality within the organisation 
Standards
  • Provides a point of contact for customer enquiries, dealing with these through to a successful outcome
  • Provides an efficient, timely, appropriate and effective service to customers, understanding their needs and requirements in line with best practice 
  • Carry out social media verification checks 
  • Demonstrates a positive, enthusiastic, committed and flexible attitude towards the customer 
  • Supports the escalation and resolution of any issues or patterns within the customer service department 
  • Ensures that all retail payments are checked, to minimise any fraudulent practices
  • Handles the claims raised by the customer to a satisfactory resolution in line with best practice
  • Completes the updating of customer orders and returns process in line with best practice
  • Supports the processing of customer invoices within the correct formats in line with best practice
  • Ensures that all deliveries are booked into the system and recorded in line with best practice 
  • Supports the team to highlight inaccuracies and discrepancies to resolve errors in administration
  • Works with and encourages partnership with other teams, buying, marketing and operations to ensure processes are in-line with company standards and best practice
  • Evolves operating processes and suggests changes for improvement 
  • Complies with housekeeping standards, ensuring that customer services areas are in-line with company standards and best practice
  • Handles all administrative processes in line with Xbite procedures
  • Promotes loss prevention and plays an active part in security and shrinkage reduction 
  • Complies with all Health and Safety and all other legal requirements

The Ideal Candidate

  • Consistently challenges self to maximise performance, and promotes coaching for improvement
  • Encourages team initiatives, promotes fun and enthusiasm, within the organisation 
  • Constantly seeks feedback on own performance against agreed targets
  • Effectively communicates ideas and conveys thoughts, clearly and concisely with the team, asks questions and listens to others to understand the message behind what is being said
  • Promotes equality and opportunity to develop all individuals based on an assessment of their strengths and development needs 
Key Skills
  • Possesses a thorough knowledge and understanding of customer services 
  • Demonstrates a passion for customer service and an attention to detail 
  • Delivers excellent operational standards
  • Promotes new ideas and evolves processes and efficiencies 
  • Reacts positively under pressure and adapts style to suit 
  • Promotes brand and seeks out new ways to improve the customer experience with us
  • Carries out any other duties that maybe outside the standard remit that will benefit the individual and the company as a whole.
Measures
  • Sales v Plan 
  • Stock loss v Plan 
  • Customer Feedback
  • Customer service reports